Vonage

Christina of Whitefish Bay , WI July 2, 2009

I inquired into Vonage phone service. I was not sure if I had internet service - the Vonage rep put me on hold - came back on the line & said I did. They signed me up for service, charged a fee & mailed a modem to me & started drafting 36.65 from my bank account monthly. Their service did not work as I did not have nor never had internet service. When I called to stop service I was told they needed money to give me the return address & would not stop services unless I paid the fee for the return address. After several calls - asking for a supervisor I got nowhere with them -

They have been drafting my account since late October of 2008. I was sold this product under false pretenses never knowing that it would not work. The Vonage rep knew this when he took my banking information. I have sent a letter to this company - waiting for a response.

Nancy of Saint Petersburg, FL July 2, 2009

They charged me for service they knew they could not provide; after six weeks of struggling with different devices, I was told today that no wonder I don't get service...their adapters don't work with a Verizon Air Card, which is what I have and what I explained I had at the beginning of this herrendous ordeal. I have been charged service fees, shipping fees, and now an early cancellation fee for a service that never worked, to the tune of over 100.00

dorene of los angeles, CA June 30, 2009

Phone contact to Vonage customer service on 6/29/09 to inquire about reducing my monthly bill, I was informed that I had been paying double the amount for the service I received as I was paying for two lines.

Initially when I began service from Vonage in Jan 2007 I was informed that I needed to pay for two lines in order to meet my request to retain my original number that I had used for many years. [Vonage assigned a new number in place of my old number and it was necessary for me to pay for two lines in order to have their service].

The representative informed me yesterday that as of about 18 months ago, Vonage no longer required customers to retain two lines in order to keep their original line and apologized for not informing me of this change. He did change my service so that I now will pay for only one line. I never used the Vonage line since I have had their service.

Patricia of Sweetwater, TN June 29, 2009

Callcelling Vonage Service is Difficulties. I requested Vonage to dissconnet my service and sent a letter with the equipment when I return it (2007). However, Vonage has been making withdrawls from my account that I closed as of June 29, 2009. The service is still on going as of today when I talked to the billing, and customer service, management again to STOP/CLOSE this account. I looked online at my bank account and Vonage had taken out 202.68 (June 29) for payments.

After talking with them for one hour and I kept asking to them to close this account! I was told I would have to pay additional 84.00 dollors to "disconnect" and other charges that added up to another 296.00 dollars because breaking contract 2 years agreement. All monies taken from me is for payment off of my "Saving" account. "She stated that the FCC requires her to call back on the date of closure to close account. This has expired I again informed her to remove my name, card, address, from their billing system "she said nothing". While I explained over and over again I did not want to renew, change plans, I wanted to cancel my Subscription.

I hope other customer, new customer NEVER signed up with Vonage, this is a very bad expreience for me. This company should change a few things.

EIGO of Fort Myers, FL June 12, 2009

On June 19, 2007 Eigo Networks signed up with Vonage. On Aug 14th after not getting a number yet, we sent the VoIP back with UPS. On that date as well, we requested Vonage dissconnect our service, it was within our 90 days. They did not. We signed up with another company who states they sent the letter in requesting they dissconnect the service that we were no longer with Vonage. Around Jan 08 we called again, telling them to cease the withdrawls from the account and close our account with them.

After much confusion with the release of one of the owners, and new staff members coming to help get the company up and running, the controller found the deductions were still being pulled. On 05/20/09 a call was made and Vonage stated they had the router but not a phone, they were never told to turn off the service and would charge an additional 84.00 to disconnect.

A called again on 06/11/09 they denied having any equipment, were never told to stop, would charge for the disconnect unless we called directly on the 19th which would be the 2 year date and end of the contract. They were told to look and see if any calls had been made or received on the service Ms. Risch states she will downgrade it to the 9.95 account and it wont actually cost. She can see we have not used the account in approximately two years. They are not responsible for unused time. All monies taken from us for payment off of our card was applied to the ongoing account (that we have now said 4 times to stop) was paid time. Article 8.10 states "Any unused time is not able to be credited." She wants us to call back in on the 18th to cancel us. She stated that the FCC requires you to call on the date of closure to close. She was also informed to remove our card from their billing and she refused. Besides the fact it was an oursource company who "We appologize for any inconvenience you have suffered, Mam" routine. Vonage's customer service does not exist. There is plenty of competition out there. They have 1856.16 worth of time for calles not made. They refused to remove our Debit card from the account.

Erin of St. Louis, MO June 24, 2009

I called on June 17th to cancel my account. I was on the phone over 30 minutes while I explained over and over again that I did NOT want to renew my service, I did NOT want to change plans, I just wanted to cancel my subscription. When the account was FINALLY cancelled the girl told me there would be a 39 disconnection fee. I informed her that I would NOT be paying that fee, as the contract states that fees must only be paid if the account has been in existence less than 1 year. I've had my account since 2006. Later that day I got an email saying that Vonage had tried to CHARGE me an additional 159. I called and was assured the email was automatic, but that I was not charged any amount at all and that my account had, indeed, been cancelled.

Then, today (June 24th) I got two emails saying Vonage was trying once again to charge me the 310 for my annual renewal. I called again, this time explaining that every time they attempt to charge my account (which is currently a secondary account and therefore has no money in it) is charged with an overdraft fee (now totaling 90). I was informed that the CSR would not be able to authorize a refund of the overdraft fees.

I asked to speak with a supervisor, who suggested I make a 3-way call between Vonage, myself, and the bank to allow her to explain to the bank why they were charging my account. I do not have 3-way calling on my phone, so I refused to do this, at which point I was told there were no other solutions. Then I got a lecture about how I should have called to cancel my account BEFORE they charged me. I tried to explain that I DID cancel the account, but Vonage was continuing to try to charge me for service I no longer subscribed to, but kept getting the same, "I'm sorry to hear that." Vonage neither cares that they've cost me 90, nor do they intend to do anything to get my money back for me.

Mukren of pennington, NJ June 22, 2009

This is one of the worst customer svc experience I have ever had. Though the reps were polite, they are not authorized/or willing to help you out. I had to cancel my service since I was going to be out of the country. I called them and was told that since my one year contract was not up until 2 weeks hence, I should call later. When I called the day after the contract came up, I was told that I will be charged a disconnection fee of 39.99 and here is the kicker...another 30 for the following month even though I wont have the service!! The supervisor repeated what the rep said. So, the bottomline is I had to pay 69.99 in total. 30 for the service that I wouldnt be using. They lost a customer and I will make sure others hear abt this too.

martin of reston, VA June 21, 2009

Just as all the others on this site, I had a very bad experience cancelling my Vonage phone service after almost 2 years of using it and always paying on time. It was hard to cancel, after many phone inquiries and time spent, plus I was charged 39.99 to cancel even though I never signed a 2 year contract. I am very disappointed with their "service."

Donna of Houston, TX June 4, 2009

I called on April 20 to cancel my account. I wanted to know if there was a message that could be left to inform my customers of my new number. Anna told me that without charge they would leave my account number May 29th and I could leave a message. I called back in and cancelled. They charged me for May 09 and now another charge for June has shown up on my cancelled account. Approximately 122.00 illegally taken out of my business account.

dave of oceanside, CA June 16, 2009

When I signed up I was told this was a month to month service with no contract. A year later after so much trouble with a lousy phone service I decided to switch phone carriers. I was charged 110 to end my service at a year. I was told I had a 2 year term of service. They had no concern about the bad service I received from them. Sometimes it took 6-8 hours to get my phone up and running again. They do all the repairs over the phone and have you running all over the house unplugging lines and reconnecting them over and over. Then they tell you after 60-90 minutes they do not know what is wrong and say someone will call back. How can they, the phone don't work. They must call the cell phone wasteing minutes. Worst phone service I have ever had. Can't understand most techs either. Will never recommend Vonage to anyone.

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